Project Management Framework

What is a Project?

A project is the work performed by an organization one-time to produce a unique outcome. Projects are defined as unique, temporary endeavors with a specific beginning and end. Examples of a project include:  

• Developing or launching a new software application

• Transitioning to a new infrastructure platform

All new projects are reviewed by the PPMO Director and ITS Senior Management Team for approval and prioritization. Once initiated, Projects follow the ITS PRO Ontology for tracking project effort and deliverables.

What is not a Project?

• Service operations work, namely the ongoing set of activities that sustain the organization. Operational work does not require estimation, but teams are welcome to build out tasks with estimates for their ops work if desired (recommended if targeting a date, i.e., for an upgrade ). Examples of ongoing operations include:

  • Maintaining an established service with user support, critical upgrades, and patches

  • Resolving issues and trouble-tickets for existing services

• Enhancements and continuous improvement work, as part of an existing service.

• This work is typically:

  • Highly repeatable

  • Supported by resources within the service team’s existing resources

  • Goes beyond just “keeping the lights on”

Enhancements often come in as customer requests via SNOW, or are recommended by the service team as part of continuous improvement. In order to meet the needs of our fast-paced environment, these small requests do not go through the formal project review and chartering process. 

As a best practice, the enhancement workstreams should be managed and prioritized by the service area's governance body, ideally in sync with the annual planning and budgeting process, in case any of the enhancements are large or risky enough to warrant a formal project. Enhancement work requires estimation. Examples include:

• Releasing a new configuration

  • Automation of an existing process

• Administrative overhead ("SVCOPS" in ITS-PRO). Examples:

  • Sick time and vacation

  • General ITS meetings

  • HR and financial planning

  • Professional development

Please note that all work - projects, enhancements, operations, admin - is tracked in ITS-PRO.